Panviva Knowledge Management

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The right knowledge when you need it

Streamline every customer interaction and help your teams navigate complex processes by ensuring that they have the right knowledge when they need it. With Panviva Knowledge Management, they don’t have to rely on memory as the system guides them through tasks quickly and efficiently—and it can be up and running in less time for faster results.

Key features

Intuitive interfaces for speed to competency

Empower your teams to navigate complex processes when and where they need it.

Context-sensitive search

Powerful, context-specific search functionality improves self-service, which lowers supervisor-to-staff ratios.

Complete business process guidance

Your people don’t have to rely on memory as they are guided through tasks in a fast, efficient manner.

Non-technical content authoring

Allow your experts to easily manage and update content in real time.

Contact centre and CRM integration

Integrate readily with existing CRM platforms to maximize customer experience.

Real-time analytics and reporting

Get real time reporting about employees, access and search terms. Use data to drive change and increase your employee engagement and customer experience.

Benefits

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Reduce costs

Your teams gain more skills to reduce staffing needs without affecting service levels, while also eliminating errors and reworks.

Tablet screen with chart showing cost savings

Reduce costs

Your teams gain more skills to reduce staffing needs without affecting service levels, while also eliminating errors and reworks.

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Faster onboarding

Guide new hires with best practices from the start and on-the-job learning to remove the need for lengthy training.

Why Telstra?

Experience that's second to none

We manage 20,000+ contact centre seats handling over 100 million interactions a year, and run one of Australia’s largest integrated contact centres. We draw on this vast experience across diverse industries to design the best solution for your needs.

A single point of expertise

One touch point for your Knowledge Management means you don't have to waste time managing multiple vendors. You also gain more responsiveness and accountability for your solution.

Industry leading technology

Panviva is a leading provider of Knowledge Management technology used by over one hundred thousand people across the world at leading banks, financial services organisations, insurance companies, utility companies and government agencies. Panviva was rated by Gartner as Cool Vendor of 2014.

Getting started

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Things you need to know

  1.  Telstra also uses the Panviva Knowledge Management Application broadly within our organisation and currently has a 20% equity share in the company.